Supervisor Technology - IT Patient Access

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Responsible for the day-to-day operations of the Information Technology staff, professional development of the team along with HR duties (Performance reviews, Timecards and such). This position is responsible for coordination of the team with design, development, testing, implementation and maintenance of new and legacy systems. This position will lead the staff in assisting customers in identifying systems solutions to meet functional needs, streamline and ensure patient safety and confidentiality.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1.Bachelor’s degree in healthcare, computer science, business, informatics or related field AND Three (3) years of relatable IT experience.

OR;

Associate’s degree AND Four (4) years of relatable IT experience.

OR;

High School Diploma or equivalent AND Five (5) years of relatable IT experience.

 2. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

To be completed as established by department: (Administered at Department level) 

 1. This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion may be required within a defined period of time with formal certification of training completion.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. Experience in supporting day to day activities in the area of Information Technology department is required to lead a team to success in operations, projects and customer success.   

2. Technical experience could vary depending on departments required needs with software development, application support, HL7 Interfaces and so on.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Leadership: Demonstrates curiosity and answers the questions how this process, application, customer request, system upgrade be made better or add more value to our health system. Assist Manager in hiring new team members and their professional development. Ensures team members focus their efforts toward organizational goals and objectives. Implements process improvement for team turnaround times. Continues self-education to remain abreast of national healthcare and Information Technology trends and standards. Uses knowledge to provide insight and guidance to our internal teams and to our customers. Coordinates customer rounding meetings seeking to gain insight for potential enhancements or optimizations. Completes employee evaluations, approval of timecards and vacation, on call schedules, etc. in a timely manner.

2. Problem Identification and Resolution: Oversees daily production problems/issues and escalates appropriate follow-up. Prepares complex test scripts, oversees script writing and testing, and participates in testing, when needed. Oversees that proper documentation of issues/requests occurs, per policy. Diagnoses issues and identifies interventions to resolve unplanned system outages and restore system availability/performance in crisis situations.

3. System Management: Independently evaluates and documents operational performance, diagnoses/issues/incidents, completes service requests/problem resolution for highly complex systems or processes. Advanced skills using specialized analysis and reporting tools, such as reporting workbench, report writers and query tools, such as Chronicle, SQL, and advanced macros in Excel, as assigned. Plans, attends and evaluates vendor demonstrations, reference calls and site visits as assigned. Participates in RFP/RFI activities as assigned. Assists manager in reviewing the accuracy of the department budget.

4. Project Coordination: Assists Manager with assignment of team members to projects and reviews resource allocation for projects. Determines work effort estimates. Determines milestones for team projects. Assign IT Service Management Vendor tickets to team member. Develops remedies to eliminate project road blocks to insure customer objectives are achieved. Completion of assigned team status reports. Coordination of vendor calls, example EHR TS calls or Microsoft calls. Coordinates major upgrades to applications or systems assigned, example EHR Release Note Review and Assignment. Creates tests plans utilizing knowledge of entire workflow and health system.

5. Team Building: Ensures new hires will be provided onboarding and training preparing them for success with their team. Implements process improvement for team turnaround times. Encourages team collaboration. Develops new processes and procedures and ensures team members perform the same with consistency. Coordinates and leads team meetings, preparing agenda, recording minutes and escalates to the Manager as appropriate.

6. Training & Education: Facilitates training sessions for team members. Mentors team members concerning technical and customer service skills, provide support for open tickets and on-call issues. Plans, develops, and implements new training curriculum and training programs. Participates in strategic planning to facilitate broad organizational initiatives. Provides leadership in planning, development, and direction of system training environments.

7. May perform highly complex system analyses, design and simulation across multiple platforms and/or cross-functions in clinical/business areas. Devises or modifies procedures to solve complex problems including hardware and software capacity, operating time and cost/benefit. Advanced knowledge of business/clinical and industry requirements, and uses this knowledge to proactively identify opportunities and develop innovative solutions for the processes in demanding business/clinical situations. Apply broad and deep system development experience to prepare specifications of strategic magnitude, and work with multiple users as a project leader in modifying system processes, data structures or designing new systems.

8. Adheres to the established policies of the WVUHS as well as the policies of the entity or entities where the IT team member is assigned to work and/or employed.

9. Responsible for the day-to-day operations of team members (i.e. Workload, Payroll, Career Growth).  Responsible for leading, coordinating and managing projects. Ensures satisfaction of customers.

10. Applications Support and deployment (HR/ER/Business Applications); Clinical Application PACS/EMR-EPIC/Cardiology/Lab/Pharmacy. Utilizes their experiences in DB management and specialized technical skillset in the application portfolio they support and administrate.

11. Oversees a team that manages a segment of responsibilities that include backend hardware, Unix/Linux and Block/file level storage or application support and administration. Supervises and coordinates upgrades and assists with budgetary plans.

12. Oversee a teams who manages segments of responsibilities that include: WinTel servers, Hypersvisor (Vmware/AHV), Epic Ancillary server/services; Financial and Web applications backend support and application delivery; End user device management and security controls (SCCM/Carbon Black/Nessus) and System log management (SIEM).

13. Responsible for the day-to-day operations of team members (i.e. Workload, Payroll, Career Growth).  Responsible for leading, coordinating and managing projects. Ensures satisfaction of customers.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping may be necessary body movements utilized in performing duties through the work shift.

2. Ability to sit for extended periods of time.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Standard office environment.

2. May require participation with on-call responsibilities and responds with action, either by phone call or on-site as defined by Department Policy.

3. May require travel to other West Virginia United Health System (WVUHS) facilities or affiliated sites to assist with implementations, training, and/or support.

SKILLS AND ABILITIES:

1. Ability to handle and maintain confidential information.

2. Ability to work well under high stress conditions.

3. Ability to work independently or cooperatively as a team member and supervisor. 

4. Ability to adapt to various workloads and assignments.

5. Ability to work with multi-disciplinary groups and facilitate meetings.

6. Must have reading and comprehension ability.

7. Must be able to type.

8. Possess good oral and written communication skills.

9. Ability to prioritize tasks.

10. Must have independent decision-making ability.

11. Ability to work in a fast paced and rapidly changing environment. Must be flexible.

12. Must have project coordination skills.

13. Ability to mentor others.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Day (United States of America)

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

5906 SYSTEM IT Patient Access

Address:

315 Point Marion RoadMorgantownWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.